The Challenge
Effectively supporting new hires with a small team
Tails.com provides dog food delivery through a tailored service focused on its customers. The Customer Experience (CX) team interacts with 9,000 to 10,000 customers weekly, ensuring dogs receive the proper nutrition and feeding plan with personalised products.
With 75 members across 4 markets, Tails.com had challenges providing training to the remote team and difficulties supporting customers online and during the onboarding process. The Learning and Development team could not support everyone effectively and hiring more people was overwhelming. They used slide decks for training but realised it was insufficient and needed a searchable tool for quick information access.
Adam Brown
Head of Customer Experience
The Solution
Scaling new hire onboarding and launching coaching programmes
In 2-weeks, the Learning and Development team built out their remote onboarding programme in Seismic Learning to support their distributed and rapidly growing CX team. Seismic Learning helps the team provide a better quality onboarding experience, improve CSAT scores and increase their efficiency.
“Seismic Learning has been a game-changer for our team. It’s so user-friendly and even our tech-nervous team members have been able to easily understand and use the platform,” said Daniel Jensen, Customer Experience, Learning and Development Manager at Tails.com.
Tails.com implemented self-directed learning opportunities for their employees with Seismic Learning to unlock potential and provide opportunities for learning and growth. This has impacted learning engagement and reduced turnover. The CX team serves as a hiring pool for the rest of the company and Seismic Learning allows Tails.com to empower employees to take the next step in their careers.
Daniel Jensen
Customer Experience, Learning and Development Manager
Streamlining manual tasks with the MaestroQA integration
The MaestroQA integration with Seismic Learning brings quality assurance and training together to create one continuous cycle of helping agents improve their skills. With the grade book in MaestroQA, the Learning and Development team can easily track progress and determine if someone has passed a lesson or needs a reminder to complete it again.
Grading tickets and recommending lessons at the same time saves the team a significant amount of time. It allows them to quickly handle administrative tasks and share information with others. Additionally, having a log of the conversations in the right place has been incredibly helpful.
“The integration for MaestroQA has saved us a significant amount of time. Being able to grade tickets and recommend lessons at the same time has been incredibly helpful,” shared Jensen.
The MaestroQA integration with Seismic Learning has saved the Learning and Development team at Tails.com time and improved efficiency in grading tickets and tracking progress.
The Result
Reducing ramp-up time by 2 weeks
Since implementing Seismic Learning, Tails.com has improved training and support for their remote team, increased learner satisfaction and agent happiness and created a more engaging and inspiring work environment.
“The feedback from our team has been fantastic. They love the programme and have given the lessons a big thumbs up,” said Jensen.
Tails.com boasts 100% learner satisfaction with Seismic Learning. This has helped them achieve a 90% customer satisfaction (CSAT) score and reduced new hire on-boarding by 34%.
